Call flow

Opening Spill
1. Greet (Hi/Hello)
2. Thank You for calling (saying the
name of the company is optional)
3. My name is (your name) / This is
(your name)
4. May I have / know your name
please?
5. Hi (name of the customer) How
may I help you?
 Putting the Customer on hold
(Reason why you need to put them on hold)
Is it okay with you?
e.g.
“I’d be glad to help you book a reservation base
on your preference, but I need some time to do it. Are
you okay to be put on hold?”

“I need to check first if your item is still

changeable. I will be putting you on hold is that okay
with you?”
 Following – Up the customer
1. Hi (name of the customer) are
you still there?
2. Thank You for Patiently
waiting, (state what you’ve
found out during the hold
time)
 Ending Spill
1. Have I answered all your questions?
/ Would there be anything else that I
can assist you with?
2. You’re Welcome / It’s a pleasure to
help you.
3. Thank You for calling (state the
name of the company)
4. Have a good day!
 Verify the Customer’s
Concern
Putting the customer on hold
(ONLY IF NECESSARY)

Opening Spill
Follow - Up

Ending Spill